Complaint Review: Viator

I booked a shuttle service with Viator online. They sent me an email with a "voucher" for the service that included the statement that the shuttle provider would only accept a paper voucher. I immeditely replied to Viator saying that I had no access to a printer and therefore wanted to cancel my reservation. They replied that they had a no cancellation policy that was inlcuded in the agreement that I supposedly made online (their web site included a title line about"Conditions", but whatever the conditions were they would not display on line).  

Although the only service they supposedly provided was as a booking agent to the shuttle company, they have charged my VISA account with the total price of the shuttle service (which I assume includes whatever their fee is to the shuttle company). I don't suppose that they forwarded the shuttle fee to the shuttle company since the shuttle company obviously never received a vocuher from me - - I had to schedule the shuttle myself and pay them directly. 

I have made efforts to contact Viator with my complaint. The first time I was told that I would receive a response within 12 to 24 hours. Some 100+ hours later (after receiving no response) I tried again. This time my email came back saying that they did not receive emails at the address that was on their email. 

At that point I gave up trying to work with them and denied the VISA charge and filed a complaint with the Better Business Bureau - - avoid this unethical company.